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Sum of agent replies on tickets with a particular tag in Zendesk Explore

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Phaedon

投稿日時：2023年2月27日

Hi there,

I'm fairly new at Zendesk Explore reporting and I've tried searching for an example but I'm struggling to find one.

I want to include SUM(Agent replies) in a report, but only for tickets with a particular tag. Because of how the report is set up, I don't want to do this with a report filter (as I don't want the filter to affect other metrics. Specifically, I want to compare this filtered by tag SUM(Agent replies) to the overall unfiltered SUM(Agent replies) How would I set this up? I think it would be a calculated metric, but I'm struggling to find an example to work with.

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    Fran

    Zendesk Customer Care

    Hi Phaedon,

    I do believe that, as you mention, the best way to achieve this would be to create a metric, which could then be used alongside others instead of filtering an existing metric's results.

    I've come up with a formula that returns the number of public agent replies on a ticket, but only if the ticket contains a particular tag:

    IF (INCLUDES_ALL([Ticket tags], "tag_name"))
    THEN VALUE(Agent replies)
    ENDIF

    In order to obtain a subset of tickets that contain a tag, multiple tags or any tag from a specific collection of tags, you can use the formulas included in this article, which I used as reference. You can return the tickets themselves or any other attribute or metric related to the tickets that meet the criteria.

    Hope this helps!

    Best regards,
    Fran

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    Phaedon

    Thank you Fran!

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